Visits & Switchboard Officer

Management & Training Corporation is a global leader in the corrections, detention, training, and education sectors operating 23 Job Corps centres, 21 correctional facilities, 5 detention centres, 11 prison and detention medical departments and 2 workforce development sites worldwide.

Our Vision is to be a leader in social impact by transforming lives and strengthening communities. We are proud of the incredible work our +8,000 employees do providing support, giving hope, and providing opportunities for a better life.

We promote a culture of Safety, Respect and Dignity.  MTC instils the BIONIC (Believe It Or Not I Care) philosophy in all our centres. BIONIC means promoting a caring culture for change based upon safety, respect and dignity.

BIONIC drives every interaction between employees and those detained at MTC facilities.  This allows our inmates/transferees to feel heard, appreciated and treated with the utmost respect and in a culturally appropriate way.  Our aim is to improve relationships and reduce stressors for inmates/transferees, so they feel cared for.

We are seeking a capable and motivated Visits & Switchboard Officer to support the team at Parklea Correctional Centre.

The Visits & Switchboards Officer is responsible for the timely, accurate and efficient booking and coordination of Visits for Parklea Correctional Centre (PCC). 

Some of the Visits & Switchboards Officer responsibilities are to:

• Responsible for ensuring that visits to Parklea Correctional Centre (PCC) are scheduled, coordinated, and managed in a punctual, precise, and effective manner  

• Coordinate and schedule inmate visits, ensuring compliance with facility regulations 

• Manage the switchboard to receive and route incoming calls appropriately 

• Maintain accurate records of visitation schedules and phone call logs 

• Verify visitor identities and process entry into the facility during visitation hours 

• Respond to visitor inquiries, providing information and assistance as needed 

• Prepare and distribute visitation guidelines and informational materials to visitors 

• Report any security concerns or incidents  

• Collaborate with other staff members to maintain a safe and orderly visitation process 

• Maintain a professional and respectful demeanour while interacting with visitors and callers 

• Monitor and manage visitor check-in and check-out processes efficiently 

• Provide support in emergency situations and follow the facility's emergency response protocols 

• Collaborate with colleagues to ensure a seamless transition between visitation hours and other facility operations 

• Keep up to date with facility policies and procedures related to visitation and communication 

• Document and report any incidents, rule violations, or suspicious behaviour 

• Assist in training and orientation of new staff members in the visits and switchboard department 

We are looking for someone who is interested in:

• Giving back to our community in a rewarding way and make an impact on peoples’ lives

• Supporting, leading, mentoring and developing people and who are passionate about creating change

• Stable employment with an attractive remuneration package then this role may be of interest to you.

Skills & Experience:

Ideally, we are seeking individuals who are:

• Committed to creating change

• Passionate about working within a team environment

• Able to prioritise tasks to ensure completion of outcomes 

• Strong communicators, both verbally and in writing with the ability to articulate complex information in plain English

• Able to obtain and maintain the appropriate security clearances from New South Wales Police and Correctional Services New South Wales (we will assist with this process)

• Fully vaccinated for COVID-19 (double vaccination) with proof being provided.

Desirable qualifications:

Although a tertiary qualification is not essential, it is desirable that the successful candidate have or is currently working in a similar role.

Personal attributes:

We are seeking candidates who display the following attributes:

• Display sound judgment in responding to risks, threats, escalation, and managing sensitive situations and information appropriately as required

• Communicate verbally and in writing in a professional manner that is pro-social, appropriate for the audience, clear, thorough and effective

• Demonstrate empathy, cultural understanding and the abilities to build rapport, influence, negotiate and navigate interpersonal differences with inmates, peers and others while maintaining professional boundary

• Show adaptability, perseverance and courage in achieving required objectives under pressure and in the face of challenges

• Take ownership, pro-actively achieve objectives and continuously improve

• Ability to work in a complex environment with competing demands

• Ability to operate in accordance with NSW Government laws and regulations

• Ability to gain and retain all the police/security clearances required within our industry

• Ability to pass any required health and medical assessments

• Ability to visit and work within a correctional or regional processing centre

• Proven rights to work in Australia

• Willingness to undergo alcohol and drug testing as required of the business from time to time

The successful applicant will be subject to appropriate security clearances from New South Wales Police and Corrective Services New South Wales prior to appointment.

MTC Australia is committed to fostering a diverse workforce by actively seeking and employing individuals from varied backgrounds, perspectives, and experiences. We strongly encourage applications from Aboriginal and Torres strait Islanders candidates.

Required to obtain and maintain relevant clearances to work within a Correctional Centre.  

Applications should be addressed to the Hiring Manager, Parklea Correctional Centre, 66 Sentry Drive, Parklea NSW 2768.

A cover letter and current CV are required for all applications.